You are over the time limit to perform a refund on this transaction - 
Cause:
This error occurs when the order transaction date was beyond 180 days ago as refunds can only be processed in the Order Manager within the 180 day window.
Recommended Resolution:
Since this is beyond 180 days the dealership needs to perform a Refund via the POS system or the PayPal/Amazon system.
Once the refund is performed Reality Support can change the order status in the back-end to refunded.